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* DUE TO THE CURRENT COVID-19 SITUATION, THE DELIVERY, PICK-UP OR RETURN TIMES MAY BE AFFECTED. WE TEMPORARILY EXTEND THE DEADLINE FOR RETURNS TO 30 CALENDAR DAYS FROM THE RECEPTION OF YOUR SHIPMENT. WE APOLOGIZE FOR THE INCONVENIENCES.
At www.houseofmalasanta.com we want our customers to be satisfied with the products purchased. Therefore, if you are not convinced, we offer a period of 15 calendar days for size changes (only in Spain) or returns. No changes can be made for another item, only for size.
Factors to Consider
– Any product that you want to exchange or return, must be done with the original packaging and labeling in the best possible conditions, properly packaged and protected. If the conditions are not met and there are stains, tears or tears, they will not be accepted by www.houseofmalasanta.com.
– At House of Malasanta we want to guarantee the correct use of the garments, so returns of garments that have been used beyond being able to test it as would be done in a physical store will not be accepted. Returns of garments that have been used, washed or manipulated such as label cutting or use security seals will not be accepted.
– If the return is made due to defects in the product or error on our part, the expenses will be borne by houseofmalasanta.com. We will be the one who picks up the order at the address you indicate. To claim a product that has arrived defective, it must be done immediately upon the arrival of the shipment. Write to us at [email protected]
– If your order arrives outside the 15 calendar days period for exchanges and returns, it will not be accepted by House of Malasanta. WE TEMPORARILY EXTEND THE DEADLINE FOR RETURNS TO 30 CALENDAR DAYS FROM THE RECEPTION OF YOUR SHIPMENT.
– Once we have verified the product, the refund of your order will be made within a maximum period of 10 business days (m-f), using the same payment method. * Due to the current situation due to COVID-10, this period may be affected
* For orders to countries outside of Spain, returns are only possible on behalf of the customer, in no case product changes. House of Malasanta will not be responsible for customs or similar. * Download the House of Malasanta Returns Sheet
Common provisions
You will not be entitled to withdraw from the Contract if it concerns the supply of any of the following products:
- Personalised items.
- Panties, thongs, etc. for hygiene reasons.
Exchanges and returns for removable cups are not accepted. Your right to withdraw from the Contract will apply exclusively to products that are returned in the same condition in which they were received. No refunds will be made for products that have been used, other than merely being opened, for products that are not in the same condition as they were delivered in, or for products that have suffered any damage. You must therefore be careful with the product(s) in your possession. Please return the item using or including all of its original packaging, the instructions, and any other documents that may have accompanied it.
You will be responsible for the costs of the return. In the latter case, please remember that, together with the products, you must send us a printed copy of the e-receipt that was attached to the Shipping Confirmation. Please bear in mind that if you decide to return the items to us cash on delivery, we will be authorised to charge you the costs which this may incur for us.
After examining the item, we will inform you whether or not you are entitled to a refund of the amounts paid. The refund will be made as soon as possible and, in any case, within 10 days from the date on which you inform us of your intention to withdraw from the Contract. Nevertheless, we may withhold the refund until we receive the returned goods, or until you submit proof that the goods have been returned, depending on which condition is met first. The refund will be made using the same payment method as you used to pay for the order.
You will bear the cost and risk of returning the products to us, as indicated above. If you have any questions, please contact us using our contact form or by sending an e-mail to [email protected]
Returning defective products
In the event that, at the time of delivery, you deem the product to not comply with the provisions of the Contract, you must contact us immediately via our contact form, providing details of the product as well as the damage it has suffered, or by sending an e-mail to [email protected], where we will inform you of how to proceed.
The product can be returned to our office in Avenida Castelao nº30 Nigrán, Pontevedra (Spain). We will examine the returned product thoroughly and inform you by email or telephone within a reasonable deadline whether we will be refund you or replace the product (where applicable). We will refund you or replace the product as soon as possible and, in any case, within 14 days from the date on which we send you an email confirming that we will refund you or replace the defective item.
The sums paid for products that are returned due to a fault or defect, should this actually exist, will be refunded in full, including the shipping fees charged for delivering the product to you and any costs you incurred in returning it to us only in Spain. The refund will be made using the same payment method as was used to pay for the order.
Right of withdrawal and returns for foreign orders.
If you placed an order through the Platform from a Member State of the European Union other than Spain, the previous clauses will apply for returning items. The client will be responsible of the cost of the return as well as other cost that may incur (customs, tax… etc.) for said return.
Likewise, we inform you that under no circumstance will we be obliged to refund shipping costs other than those incurred to the original delivery address in Spain or returns costs from a location outside Spain.
Right of Withdrawal
In accordance with the provisions of Royal Legislative Decree 1/2007, of November 16, which approves the revised text of the General Law for the Defense of Consumers and Users, we inform you that you may exercise the right of withdrawal of the contract of sale. You may make use of this right within 14 calendar days from the day you receive the order at your home, and without the need for any justification. The right of withdrawal is excepted in those cases in which the purchased products are personalized, costume jewelery, panties and those other accessories that for hygiene reasons are not allowed to be returned.
To exercise this right, you must expressly notify us of your withdrawal decision. To do this, you can send us a notification to House of Malasanta, at the address Avenida de Castelao nº 30, 36350, Nigrán (Pontevedra), Spain or send us an email to [email protected]. In said communication you must indicate to us in a clear and concrete way that you are exercising your right of withdrawal. If you wish and in order to facilitate such communication, you can use the withdrawal form model (HERE) that we make available to you. You can fill in this form and send it through the means indicated above. It will be understood that you exercise the right within a period of 14 calendar days as long as your communication is sent before said period expires.
If you opt out, we will refund all payments you have made, including delivery costs to the initial shipping address. Except from this return, those additional delivery costs derived from a delivery method other than the least expensive delivery method offered by the company. Notwithstanding the foregoing, the consumer and user must take charge of the direct return of the products, having to assume the management and contracting of the shipment as well as the payment of the costs thereof. Remember that you must deliver, along with the products, a printed copy of the electronic receipt that you will have received attached to the Shipping Confirmation and the withdrawal form.
The refund of the amounts paid by the client will be made no later than 14 calendar days from the date on which we are informed of the decision to withdraw from the contract. The refund will be made through the same means used to make the purchase. The company reserves the right to withhold the reimbursement until the products have been received, or until the client certifies the return of the same, the condition of these two that is fulfilled first having effect.
Finally, we inform you that you as a consumer and user will be responsible for the decrease in the value of the goods resulting from a manipulation other than that necessary to establish the nature, characteristics and operation of the products purchased. Likewise, we inform you that the company will not make any refund in those cases in which the product is damaged, is not in the same conditions in which it was delivered or has been used beyond the test to know the conformity of the product in terms of size and model. To carry out this test, we ask you to be careful and diligent in handling the items.
If you want to exercise your right of withdrawal and have been sent abroad, please also read clause “Right of withdrawal and returns for foreign orders”.
